Senior Technical Support Engineer

What you'll do

• Lead and resolve high-priority, complex support issues involving multiple teams or external partners.
• Serve as the primary escalation point for the team to resolve edge cases and urgent matters.
• Design and implement long-term solutions for recurring or systemic technical issues.
• Provide mentorship and coaching to junior and mid-level engineers through onboarding and buddy programs.
• Represent the Support team in cross-functional meetings with Product and Engineering teams.
• Influence product roadmap and quality by providing data-driven feedback based on customer pain points.
• Participate in an on-call rotation to support urgent issues outside of standard business hours.
• Improve internal tooling, documentation, and processes to enhance overall team performance.

What we're looking for

• 3+ years of experience in technical support, ideally in a B2B SaaS environment.
• Demonstrated ability to own and resolve high-stakes or technically complex issues.
• Excellent verbal and written communication skills, especially under pressure.
• Experience working cross-functionally with Product and Engineering teams.
• Proven ability to mentor others and contribute to a strong team culture.
• Strong troubleshooting skills with APIs, logs, and developer tools.
• Experience using Zendesk, Looker, Postman, or scripting languages like Python or Bash.
• Previous participation in an on-call or incident response rotation.